API Operations Specialist

The API Operations Specialist is responsible for ensuring the operational excellence of our API services.
This involves defining and maintaining standard operating procedures for 1st level support, managing API subscriptions, directing consumer request to the IT product teams, coordinating the resolution of issues between 1st-level support and IT product teams, and supporting API consumers during migrations. The role also ensures that IT products are supported throughout the stages from pilot to production-readiness while acting as the key interface between API consumers, 1st level support, and IT product teams.

• Define and maintain standard operating procedures for 1st level API support and escalation models.

• Coordinate major incident response and resolution, root cause analysis, and post-incident reviews.

• Ensure that API subscription decisions are taken promptly and technical issues during subscriptions are addressed to the responsible product teams.

• Funnel consumer requests to the responsible product teams.

• Support onboarding of new API consumers and API version migrations.

• Support IT products from the pilot-stage to production-readiness.

• Improve the day-to-day service delivery of our API services in production.

• Act as the primary service contact for external API consumers and drive continuous improvement initiatives to enhance API reliability and consumer experience.

• Gather feedback and translate service issues into improvement actions.

• Influence without direct authority to ensure service quality and operational readiness.
  

• Bachelor’s degree in computer science, mathematics, physics, engineering or equivalent professional experience

• Basic understanding of API technologies (e.g., REST, SOAP, GraphQL, event-based)

• Basic understanding of authentication and authorization standards (e.g., JWT, OAuth2, OpenID Connect)

• Basic understanding of API gateways, monitoring, logging, and observability tools

• Familiarity with tools such as Postman, Swagger, or similar.

• Strong communication skills and a customer focused mindset

• Analytical mindset with a focus on service quality and outcomes

• Structured, proactive, and improvement-driven approach

• Ability to work under pressure during major incidents

• High proficiency in spoken and written English.

The perfect candidate can also demonstrate:

• Experience with the ITIL framework respectively has an ITIL certification (Foundation level or higher)

• Experience in the shipping industry

• Experience in DCSA standards

• Experience with EDI integrations

• Familiarity with cloud platforms (AWS, Azure) and microservices architectures